We are currently seeking a Technical Service Manager to be responsible for Senior Level support at our clients site with regard to assisting scheduling, white glove concierge in room support and liaison with the Yorktel VNOC and management to ensure smooth delivery of the Managed Service. The position is responsible for building relationships on site with the client and leading the resolution of any escalated issues.

Organizational Relationships:

This position reports directly to the Director of Staff Augmentation, with a dotted line to the Managed Services Client Operations Manager. The Technical Service Manager will provide direction and support to both the Client and Yorktel Customer Support, working directly with other Yorktel team members within the Customer Support organization for day to day activities relating to the Managed Service offering. This position will also from time to time be expected to communicate internally with project managers, account managers, maintenance implementation managers, engineering staff, and sales to keep all parties up to date on the resolution of customer issues.

Depth of Knowledge:

The position requires an extremely high level of interpersonal skill sets, along with strong written and verbal communications internally and externally. This position should have strong customer service skills and be able to diffuse and control escalated situations effectively to service the customer. This position should have a high level of knowledge of Audio/Visual technologies, infrastructure and knowledge of Bridge operations to effectively service the client.

Authority & Decision Making

This position will have the authority to provide input on processes and procedures within the department. This position will have the ability to resolve customer issues and will be expected to escalate any issues to Management that are above the capabilities of the position

Leadership & Supervisory Responsibilities:

This position has no direct leadership or supervisory responsibilities, although it will entail a high level of interoperability with the Yorktel VNOC, at times giving direction to them to assist in calls or resolve issues.

Internal & External Relationships:

This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will make recommendations to internal parties and customers with regard to concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned team members. This position requires regular planning and team work in order to assist with the coordination of resources within Yorktel to support incoming Customer issues. This position requires regular planning and team work in order to assist with the coordination of resources within the team and outside of the team to support various projects throughout the organization. This position must regularly communicate answers to complex questions and respond to detailed inquiries. This position may sometimes handle and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.

Answer technical and logistical questions pertaining to video conferencing and collaboration services to ensure proper end user training
Maintain records of technical support requests and needs for various customer.
Communicate with end users to assist with diagnosing and resolving issues that occur.
Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy
Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets.
Update and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner.
Assist with customer testing, new implementations, new products, and Managed Services Certification of all customers.
Evaluate hardware, monitoring systems and tools.
Other duties as assigned
Key Technical Responsibilities:

The Technical Service Manager will not be expected to resolve complex technical issues, but will be expected to assist in the diagnosis and resolution of issues. They must also have a high level of understanding of the technology used and how to use it.

Strong working knowledge of H.320 and H.323 videoconferencing standards
Ability to troubleshooting of AV Conferencing systems
Advanced Working experience with major videoconferencing equipment such as:
Codec?s from Polycom, Tandberg, and Radvision
MCU and control systems from Accord (Polycom, Tandberg) etc.
ISDN Network Infrastructure and Implementation (BRI and T1)
H.323 Endpoints, Gateways, MCU?s, and Gatekeepers

Job Requirements :
Skills and Additional Qualifications:

High levels of Professionalism and Integrity
High levels of interpersonal skills
High ability to work with peers
Exceptional customer service skills
Exceptional written, verbal and interpersonal skills.
Strong business acumen and analytic competence.
Excellent problem solving skills
Proactive and coaching management style
Maintain a professional attitude and appearance at all times
Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook and MS Project.
May require occasional lifting (up to 25 lbs)
Requires extensive sitting, standing and walking
Limited Domestic travel requiring multi-night stays within and at times outside the local work area
Valid passport; International travel required
Valid U.S. driver?s license
Must be willing to complete background checks and drug tests as required by current or future contracts
Must be willing to apply for security clearances, SSA Suitability, and other related clearances to be able to work at certain customer locations.